Datasheet - Imperva Customer Support-Guide

GUIDE
Imperva Customer
Support Guide
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INTRODUCTION SUPPORT SERVICES SEVERITY LEVELS ANALYST SERVICES CLOUD MANAGED ON-PREMISES TAM PROGRAM SUPPORT PROCESS APPENDIX
& RESPONSE TIMES SERVICES MANAGED
(SLA) SERVICES
Introduction
HOW TO CONTACT IMPERVA TECHNICAL SUPPORT
Greetings from Imperva Technical Support! Our mission as a support
organization is to provide timely answers and solutions to our customers’ Via the web:
issues pertaining to Imperva’s products. The intent of this document is to Imperva Customer Support Portal
assist you in making the most of Imperva’s Support services and includes our
current Support terms for our Appliances and Software products. Via email:
support@Imperva.com
Via the phone:
+1 (855) 574 9831 (US Toll Free)
+1 (214) 382 0418 (US Direct)
+81 3 4510 8992 (Tokyo)
+61 2 8294 5141 (Australia)
+44 808 164 9269 (UK Toll Free)
+65 3158 4244 (Singapore Direct)
000 800 100 7025 (India Toll Free)
2 Imperva Customer Support Guide imperva.com

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(SLA) SERVICES
Maintenance & support for appliances

Support services
• Maintenance on appliance: Maintenance on Appliances consists of either
Standard Hardware Replacement or Advanced Hardware Replacement.
Term • Support on appliance: Support on configuration and installation of
Appliance consists of email and telephone support.
The initial Support services term commences upon Delivery (as “Delivery”
is defined in the applicable license agreement) of the product. Thereafter,
Support services periods shall be as stated in the mutually agreed upon Maintenance & support for software
renewal order.
• Maintenance on software: Maintenance on Software consists of the
delivery of Upgrades and Updates to the customer upon the general
Level of services offered
commercial release of such Upgrades and Updates. Imperva shall
Our mission for Software Support is to provide you with services that will provide Upgrades and Updates on Versions of the applicable Software in
allow you to quickly remedy and fix any issues. accordance with Imperva End-of-Life Policy (See Appendix C). Support
fees do not include installation services; if Imperva or an Imperva reseller
Customers with Software Versions that are currently supported by Imperva assists customer with the installation of Software, separate fees for such
and current Support contracts will receive Support services as follows: installation services will be billed at either Imperva’s or the applicable
reseller’s then-current rates.
• Product usage: Assistance with questions regarding the usage of the
• Support on software: Support on Software consists of email and
Imperva products and associated functionality.
telephone support.
• Error diagnosis: This includes analysis of Imperva error messages, the
identification and isolation of the source of a problem and obtaining
information and status on existing problems. Support Reinstatement
• Resolving errors: This includes obtaining solutions to problems, methods
to avoid problems without compromising system performance and If customer terminates or elects not to renew its Support contract and
obtaining a Workaround to an Error. subsequently requests to reinstate Support, customer shall be responsible
• Bug fixes: Provision of corrective Software to fix Errors. for an amount calculated as the sum of the following charges: all cumulative
• Maintenance: This includes Upgrades and Updates. fees that would have been payable had customer not terminated its Support
contract, the then-current annual Support fee and a reinstatement fee of 20%
of the then-current annual Support fee.

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(SLA) SERVICES
STANDARD SUPPORT ENHANCED SUPPORT PREMIUM SUPPORT SELECT SUPPORT SELECT+SUPPORT*
Non-production All hardware All hardware All perpetual All perpetual Imperva
Products Eligible**
hardware appliances appliances appliances Imperva products products
8am to 6pm local

Service Hours 24x7x365 24x7x365 24x7x365 24x7x365
time on work days
Customer Support Portal Access (Knowlege

Yes Yes Yes Yes Yes
base, Incident tracking)
E-mail Support Yes Yes Yes Yes Yes
Phone Support Yes Yes Yes Yes Yes
# of Authorized Customer Contacts 4 Unlimited Unlimited Unlimited Unlimited
Hardware Replacement -
Standard Standard Advanced Advanced Advanced
Appliance, non-FRU Components
Hardware Replacement -
Standard Advanced Advanced Advanced Advanced
FRU Components
Hardware-only Appliance
- - Yes Yes Yes
Refresh Eligibility
Health Checks - - - 2 2
Priority Call Routing - - - Yes Yes
Twice a year
Onsite Visits - - - -
(T&E***)
Designated Single Point of Contact - - - - Yes
Monthly Reporting - - - - Yes
Quarterly Business Review - - - - Yes
* Select+ Support requires an annual support contract of $350,000 or greater. All Select+ Support agreements must cover all of the customer’s Imperva products.
** Please refer to Appendix F. Imperva Support Program Product Eligibility
*** The actual costs of the travel and expenses (T&E) for the onsite visits are not included in the Support fee and will be separately billed to the Select+ customer.

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(SLA) SERVICES
Severity 1 - Critical
Severity levels & response times Means a critical technical issue resulting in a total loss of core functionality
(SLA) in the Appliance and/or the Software or inoperability of the Software in

production (e.g. a down system) that critically affects the customer’s
business operations. No Workaround is available.
Severity levels
Severity 2 - High
Different problems have different impacts on our customers’ businesses.
Means a major technical issue resulting in severe performance problems
Imperva uses a formal ranking system to prioritize cases. Ranking is intended
in the Appliance and/or Software having a severe impact on customer’s
to reflect the importance of a particular case to your business and ensures:
business operations. No Workaround is available.
• Appropriate speed of response
• Appropriate application of resources Severity 3 - Medium
• Escalation as it becomes necessary Means a non-critical component is malfunctioning, causing moderate impact
on customer’s business operations. For example, a Workaround (i) forces
The criteria below are used to define the severity of a case. During the a user and/or system administrator to use a time consuming procedure to
life of the open case, the ranking may be adjusted to reflect the current operate the system or (ii) removes a non-essential feature.
impact on your business. For example, if a previously low priority problem
becomes more urgent its severity level can be increased; likewise if a suitable Severity 4 - Low
Workaround is implemented a problem may be downgraded to a lower Means a minor technical issue where the customer can use the Appliance
severity level. and/or Software with only slight inconvenience.
In summary, the use of the ranking system enables us to focus on the

problems most important to you.

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Response times • Response time is defined as the time between the creation of the case
and the first attempt of an Imperva support engineer to contact the
Imperva will use commercially reasonable efforts to respond to cases within customer who opened the case.
the response times set forth below. These response times are targets only, • Above severities and response times apply to systems in production.
not guarantees. Imperva does not guarantee resolution times or delivery Errors in non-production systems (e.g. test, development, sandbox)
dates. These response times are subject to change depending on the nature will be automatically downgraded one severity level.
and complexity of the case. • Problems with the installation of the Imperva Software shall have at most
a severity ranking of “High.”
• Imperva will respond to Severity 1 “Critical” and Severity 2 “High”
issues on a 24x7 basis, provided that the customer has a current
SEVERITY RESPONSE TIME UPDATE INTERVAL
24x7 support contract.
• Imperva will respond to Severity 3 “Medium” and Severity 4 “Low” issues
1 “Critical” Less than 1 hour At least once a day within Standard Support Hours.
• When a customer with Standard Support opens a case of any severity
outside the Standard Support Hours, then the case will be handled as if it
At least every other was opened by customer at 8 AM the next business day.
2 “High” 2 hours
day
• Support services for Software installation in an environment which is not
in compliance with our sizing and technical recommendations will be
automatically downgraded by one severity level.
3 “Medium” 4 hours At least once a week
• Above response times apply only if e-mail communication is made via the
alias. support@imperva.com, a ticket is opened via the Customer Support
Portal and/or if phone communication is made by calling the official and
4 “Low” 8 hours As appropriate posted hotline numbers.
• If Imperva Support staff determines that an issue is fixed in a released
patch, Imperva may require the customer to apply this patch before
Imperva commences troubleshooting.

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(SLA) SERVICES
Features and benefits

Analyst services
Bot defense setup and tuning
(for Advanced Bot Protection) Guided implementation based on your unique profile, including intake
discussion, traffic analysis, content protection recommendations, and
Summary validation reporting.
Custom reporting
Analyst Services is an optional add-on service offering that provides an on-
demand specialist for Advanced Bot Protection. While specializing in our bot Detailed custom reporting, specific to the needs of your business, including
security solutions, these analysts provide holistic expertise that extends into attack reviews, event retrospectives, and monthly summaries.
web application security, data analytics, infrastructure design, and application
Traffic analysis
development. Analysts can optimize and tune your settings to maintain
industry best practices, create customer signatures and enforcement rules, On-demand reviews and analysis of your website, API, and mobile application
and draft custom reports to share with your internal stakeholders. traffic—including identification, analysis, and mitigation guidance and custom
signature deployment.
On AMS Engagements: This offering has historically also been known as
“Analyst Managed Services” (AMS), but should not be confused with the Web application security consulting
Imperva Managed Services program described in the subsequent sections. Imperva’s Bot Security Analysts can examine your web application security to
provide advice about how to harden your defenses against abusive traffic.

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(SLA) SERVICES
SLAs
Analyst Services subscriptions come with an entitlement to Premium
Support SLAs:
PREMIUM SUPPORT FIRST RESPONSE FOLLOW UP RESPONSE

DELIVERY
Critical Impact 30 minutes 2 hours
High Impact 1 hour 24 hours
Medium Impact 8 hours 96 hours
How to contact
If you would like to find out more about the Imperva Analyst Services
offering, you can reach out to your Imperva account team or by sending
an email to MS-Presale@imperva.com.

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(SLA) SERVICES
Managed services for cloud
Summary SLAs
Web application security monitoring and management are resource intensive Managed Services for Cloud subscriptions come with an entitlement to
and can be costly for organizations to absorb on their own. The Imperva Premium Cloud Support SLAs:
cloud WAF is available with an optional Managed Services offering that
provides organizations with continuous management by security experts.
PREMIUM SUPPORT DELIVERY FIRST RESPONSE FOLLOW UP RESPONSE
Critical Impact 30 minutes 2 hours
High Impact 1 hour 24 hours
Medium Impact 8 hours 96 hours
How to contact
If you would like to find out more about the Imperva Analyst Services The datasheet for Managed Services for Cloud Application Security can
offering, you can reach out to your Imperva account team or by sending be found here.
an email to MS-Presale@imperva.com.

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(SLA) SERVICES
Managed services for on-prem
Summary
Organizations committed to maximizing the value of their Imperva Application
How to contact
or Data Security on-prem implementation may look to mitigate the risks
that come with configuring and managing a new technology or to create If you would like to find out more about the Imperva Managed Services
and protect additional value with improved analytics and expertise. Imperva offering, you can reach out to your Imperva account team or by sending
Managed Services combines Imperva security engineers with tools and an email to MS-Presale@imperva.com.
methods honed from years of hands-on experience in order to remotely
deliver management, maintenance, and monitoring for Imperva Application The datasheet for Managed Services for On-Prem Data Security can be
and Data Security solutions. These experts are distributed globally, operating found here.
24x7 and managing assets protecting tens of thousands of customer
Databases and Applications around the world.
SLAs
Managed Services for On-Prem Application and Data Security has the
following SLAs:
MANAGED SERVICE DELIVERY SILVER GOLD (OR FLEXPROTECT FOR DATA) PLATINUM (OR FLEXPROTECT FOR APP)
Critical Impact 4 hours 2 hours 1 hour
Non-Critical Impact 8 hours 4 hours 2 hours

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(SLA) SERVICES
TAM program Contact and additional information
If you would like to find out more about the Imperva Technical Account
Manager (TAM) offering, you can reach out to your Imperva account team or
Summary by sending an email to TAM-Info@imperva.com.
The Technical Account Manager (TAM) service is an optional offering, The current datasheet for TAM can be found here.
available on an annual subscription basis for an additional fee, to those
customers who have purchased Enhanced or higher Support (with the
exception of Select+ where a TAM 10 is included). The TAM becomes an Features and benefits
extension of your team and over the course of the engagement will come to
Personalized point of contact
understand your environment, setup, requirements, support history relating to
all the Imperva products deployed across your environment. A customer who subscribes to TAM service has direct access to an
experienced, designated engineer who understands the customer’s IT
This engineer will deliver a combination of remote services to include
environment and the Imperva On-Premises and Cloud WAF products
assistance with the configuration of On-Premises and Cloud WAF
deployed.
products and features, support, and technical account management
functions. A customer who subscribes to TAM service will be assigned a Weekly updates
named primary and, as required, a secondary Imperva engineer for the term
The TAM will host weekly conference calls and provide ongoing status
of the engagement.
reports that summarize outstanding issues and task(s) to be assigned,
in-progress, or completed.
On DSE Engagements: Our current TAM offering covers support of both On-
Premises and Cloud WAF solutions. As such, customers with an active DSE
Onboarding assistance
engagement for their On-Premises deployment can refer to the guidance for
the TAM program for applicable terms. Existing DSE customers are entitled to Guides the customer through all the onboarding stages and the best
renew their engagements as is with no change to support levels. practices while reducing time to value and configuration errors during
the onboarding process.

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(SLA) SERVICES
Proactive support
Ongoing proactive technical assistance by the engineer enables the

customer to better manage the product configuration changes and
issues, in addition to assisting in and performing product software
upgrades when required.
Health checks and service reviews
During the Engagement term, approximately once every six (6) months,
a TAM will visit the customer on site, assess the customer’s deployment
needs and evaluate the efficiency of the SecureSphere and Cloud WAF
solutions deployed or in use.

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Support process Over time, the primary contact will become knowledgeable about a wide
range of product usage and will be able to determine whether a particular
issue can be solved internally or needs referral to the Imperva support team.
BEFORE YOU OPEN YOUR FIRST CASE
The person you select should be available to all users of Imperva products at
your site and should be assigned duties that allow him/her to provide a timely
Authorized customer contacts
response to questions.
You will be asked to provide the names, locations and telephone numbers
of the individuals in your company who are to be designated as Authorized Backup contact(s)
Customer Contacts. The number of Authorized Customer Contacts you may
The backup contact(s) should be a co-worker of the primary contact at the
designate is determined by the specific Support plan of your organization.
same location. In the primary contact’s absence, the backup contact should
Only your Authorized Customer Contacts are authorized to call and receive be able to perform all the necessary duties.
assistance from Imperva under your Support contract. This is designed
for your security, as well as to ensure that information provided by our
consultants to rectify a problem is implemented by authorized and trained
individuals within your organization.
This is critical because our consultants might provide information that, if

applied incorrectly, could compromise the integrity of your system.
If you wish to change any information pertaining to an Authorized Customer

Contact, e.g. names, telephone numbers, please email the relevant
information to Imperva Technical Support at support@imperva.com.
Primary contact
The primary contact is the person you select to provide internal Imperva
support within your organization (a.k.a. “the Imperva Administrator”). This
person will be your resident Imperva expert, responsible for assisting your
users and operations staff with troubleshooting support issues relating to
Imperva products.

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(SLA) SERVICES
COMMUNICATION CHANNELS
In order to maintain a consistent level of service across all support activity, it

is extremely important that all related calls and e-mails are submitted through
the official Imperva support channels. This enables the tracking, assignment
and resolution of cases in a timely, controlled manner.
The Imperva support organization has built in mechanisms to monitor

for the “human- factor” of everyday life (e.g. illness, unforeseen absences,
support representative’s workload, etc.). Issues reported to Imperva
support representatives directly and not through the official Imperva
support channels cannot be monitored by Imperva or other Imperva
support representatives.
Imperva understands that it might be convenient to call or e-mail individuals

that you have established rapport with directly rather than going through the
support e-mail or the hotline number; however the applicable response times
can be met only if you submit the support cases through the official Imperva
support channels.
Please ensure that each support case is only submitted through the official
communication channel, and not with individual support representatives.

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OPENING A NEW CASE Open a new case via the Customer Support Portal Open a new case via e-mail
Opening a case via the Imperva Customer Support Another efficient method of requesting Support is to
Before opening a new case, please have the Portal is the preferred method of communication. open a new case via e-mail. Imperva recommends
following information available: When you open a new case via the Customer that you email your completed request, together with
• Service request number, if this is an existing issue Support Portal, you can specify: any additional screen prints, reports, your hardware
already known to Imperva Support configuration, and Software Versions, etc. to Imperva
• Type of case you are opening
• Customer-ID or product serial number if this is a Technical Support.
• Severity
new case Upon receipt of the email, the details will be entered
• Product category
• Error message or advisory messages you are into our case tracking system and one of our
• Version
receiving consultants will notify you with the case reference
• Attach any supporting documents, example:
• Log files number, confirm the issue ranking and provide an
log files
• A reproducable test case initial prognosis or solution, if available. This method
– What were you trying to do? of logging a new case is especially useful for non-
This way Imperva will have important information in
urgent queries.
– What happened instead? advance. You will immediately receive your support
case number, and you will receive a confirmation
– How exactly did the error occur?
e-mail.
• Severity level of problem
• Business justification for Severity 1 “Critical” or
Severity 2 “High” issues

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Open a new case via phone ACKNOWLEDGING THE CASE

• If this is a previously reported issue, please give us your service request
number, otherwise please give us either your customer-ID or the product • After a case is logged by the customer, the case will be reviewed and
serial number. dispatched through our case tracking system to an appropriate client
support representative.
• Please be prepared to answer questions in an email or by phone, for future
contact, and pertaining to your Software and hardware configuration (e.g., • Upon being logged into the system, the customer will receive an
product, product Version, platform, OS, etc.) acknowledgement of the case, via email, including the case number.
• Provide exact error message and/or advisory messages (if more than one
or two, please send via email).
• Provide a description of your problem.
• If you are opening a new case, please write down the service request
number that you received over the phone, and always use this number
when calling back to follow up on this particular case.
If you are greeted by voicemail, please leave the following information:
• Your first and last name

• The organization with which you are affiliated
• Number(s) where you may be reached
• Name and Version of Imperva product with which you are
experiencing difficulty
• A short description of the problem
Your call will be returned in the order in which it is received.

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RESOLUTION PROCEDURE Software
Imperva shall commence the following procedure in order to correct an Error

Appliance
reported by customer in the current Version of the Software:
In the case of hardware failure of an Appliance, Imperva shall commence the
• Assign Imperva Support engineer to correct the Error
following procedure in order to address the request:
• Assign an Error severity level in consultation with the customer
• Diagnose the problem and attempt to resolve the problem with an • Initiate work to provide customer with a Workaround or resolution
Authorized Customer Contact
• Provide customer with periodic reports on the status of the
• Upon conclusion of troubleshooting and determination that the failure corrections, and
is caused by a defective Appliance covered under these terms, Imperva
• Notify customer and Imperva management that such errors have been
will initiate the hardware exchange or repair (“return/exchange”) of
reported and the steps taken to correct such Errors in accordance with
the defective Appliance and provide to customer a return material
the escalation policy for the designated Error severity level
authorization number (“RMA number”) and instructions on how to return
the defective Appliance
If Imperva believes that a problem reported by customer may not be due to
• Customer must:
an Error in the Software (or the Appliance, if applicable), Imperva will so notify
– Return the defective Appliance to Imperva within ten (10) calendar customer. At that time, customer may:
days after issuance of the RMA number;
• Instruct Imperva to proceed with problem determination at its expense as
– Display the RMA number on the outside of the shipping container;
set forth in this Customer Support Guide, or
– Include the Appliance’s original packaging and documentation; and
• Instruct Imperva that customer does not wish the problem pursued at its
– Ship the defective Appliance using freight collect. possible expense
• If customer receives a replacement Appliance from Imperva but does not
return the defective Appliance, Imperva will invoice the customer and the
customer will be required to pay for such Appliance.
• Imperva will ship a repaired or replaced Appliance to customer in
accordance with the terms of the Support plan purchased by customer
• All inbound and outbound Appliance shipping charges for Appliances
under this Section will be paid by Imperva. Imperva may provide a
prepaid shipping label to facilitate the return of the Appliance

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If customer requests that Imperva proceed with problem determination at CASE ESCALATION BY THE CUSTOMER
its possible expense, and Imperva determines that the Error was not due
to an Error in the Software or Appliance, customer shall pay Imperva, at The Imperva Technical Support Team is highly technical, structured and
Imperva’s then-current and standard consulting rates, for all work performed trained to ensure that our customers’ support needs are met to their utmost
in connection with such determination, plus reasonable related expenses satisfaction. If there are gaps within the normal support process or if the
incurred therewith. However, customer shall not be liable for: customer is not satisfied with the progress of the current support request/
case or have other concerns then please use the Customer Escalation
• Problem determination or repair to the extent problems are due to the
Process detailed here.
Errors in the Software or Appliance
• Work performed under this paragraph in excess of its instructions; or The Imperva Customer Escalation Process is also called “Imperva Global
• Work performed after customer has notified Imperva that it no longer Resolution Management”. It focuses on providing an escalation path for
wants Imperva to work on the problem determination (such notice shall be problem resolutions and a path to address customers’ concerns quickly
deemed given when actually received by Imperva) and efficiently. This is a function within Customer Support organization of
• If customer instructs Imperva that it does not wish the problem pursued at Imperva, and focuses on any form of customer
its expense or if such determination requires effort in excess of customer’s
dissatisfactions and helps customers to overcome them with a process-
instructions,
driven approach. For example, a customer may escalate a support case if the
• Imperva may, at its sole discretion and without liability, elect not to customer believes it has received a non-satisfactory solution or is dissatisfied
investigate the Error
with a given response or with the quality of service received. This section
outlines details on this process with common questions and answers.
The Imperva Global Resolution Management team consists of resolution

managers who are part of the support management team. Every escalation
request is assigned to a Resolution Manager who will follow up with the
customer in addressing the escalation from start to finish, and work with the
customer closely until the closure of that escalation.
Resolution Managers will serve as a single point of contact to coordinate the

communication between customers and other relevant teams within Imperva.
Response times and length of time to resolve a case after an escalation can
vary based on the nature and complexity of the case.

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Steps to log an escalation: Note: Please use this process only if there are gaps within the normal
support processes or you are not satisfied with the progress of a current
• Log on to Imperva Customer Support Portal at https://www.imperva.com/
support request. If there is only a need for routine and normal follow up with
login (if you do not have a portal account, please register here
an existing support request/case, please work with the support engineer
• Go to list of open cases
assigned to the case or email support@imperva.com with the case number in
• Open specific case for which you need escalation
the subject line. In addition to the escalation process described above, you
• Click link under Case Escalation: Escalate this case
can always call technical support hotline for urgent issues and to reach our
• Submit it along with reason for escalation team 24x7.
• Escalation request will be added to the Resolution Management Queue
For common questions and answers on case escalation process, please
• One of our Escalation Managers will be in touch with you by phone or
refer to Appendix D - FAQ on Case Escalation/Imperva Global Resolution
email to discuss more on the case and follow up on next steps in getting
Management Process.
the problem to a quicker resolution or addressing your concerns
• You will also receive an email with escalation details and case information.
• After the customer states that the problem is resolved or that escalation
is no longer necessary, the escalation will be closed/deescalated by the
Resolution Manager who is assigned for the escalation

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Appendix Support for 3rd party products
Imperva only provides support for Imperva products and associated

components. For instance, Imperva does not support your computer’s
Appendix A: support limits and exclusions operating system. If you need help with 3rd party components you must
contact the relevant supplier.
This section of the Customer Support Guide gives an overview of the
limitations and exclusions to Imperva Support: Product training or consulting
Imperva does not provide training or consultancy services via telephone

Communication
support as part of the Imperva Support program, but Imperva does offer
Imperva provides support in English only.
them as optional services at additional fees as part of the Professional
Services program. Imperva can answer how-to questions and can talk to
Product installation, migration, and upgrade product
you about related topics to a limited extent. Please contact our Professional
Installation, migration, and upgrade are billable services, provided by Imperva Services team for additional training and other consultancy requirements.
Professional Services. Such services are not subject to the terms of the
Customer Support Guide. The only exception is if migration of data to new Workarounds
storage device(s) or location(s) is required as part of an authorized RMA.
Imperva does not support techniques, processes or workarounds given to
you by anyone other than an Imperva employee. Imperva can discuss these
Upgrades, hotfixes and patches
situations and if there is a problem, Imperva can help you to understand what
Maintenance includes access to all new releases, hotfixes, and patches. The the problem is, and where appropriate, refer you to our Professional Services
actual process of upgrading Software to a newer release or to implement team. However, Imperva cannot guarantee such techniques, processes, or
hotfixes and patches is not covered by Support. workarounds will not produce further problems beyond the scope of the
discussion. Imperva also cannot guarantee that any given workaround will
Implementation against Imperva recommendations work in a newer Version or release of Software.
Following our sizing and partitioning recommendations is very important.
Not following these recommendations can have a huge impact on stability Remote Access
and performance. If you run your SecureSphere installation in an environment If an issue cannot be analyzed and/or corrected via telephone or via e-mail,
that is against our sizing and partitioning recommendations, Imperva will Imperva Support will require remote access to your system via WebEx or
automatically downgrade any open Support case by at least similar screen sharing app.
one severity level.

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On-site support or assistance at the customer’s premises Imperva shall have no liability for any changes in customer’s hardware,
On-site support is discretionary and the need for it must be mutually which may be necessary to use Software due to a Workaround or
agreed to in advance by both parties. On-site support will be provided maintenance release.
on a time and materials basis based on then-current Imperva rates for

Professional Services.
Appendix B: Notification Strategy
Preparation or delivery of any documentation other than the existing Imperva has set up mechanisms to ensure that our customers are
product documentation informed about:
Preparation or delivery of any documentation other than the existing
• New releases
product Documentation is not part of the Support, but such service may be
• New patches
provided on a time and materials basis based on Imperva prevailing rates for
• New agent releases
Professional Services.
• ADC content updates
Not covered by Support
To receive such automatic updates, a customer only needs to click on the
The following is a list of actions which will not be covered by Support:
tab “My Subscriptions” in the Customer Support Portal and select the type of
• Improper installation of Software information the customer wants to receive notifications.
• Damage or issues caused by misuse, physical abuse , or accidents
• Damage or issues caused by normal wear and tear, misuse, physical
abuse, accidents, flood, fire, radiation or other hazard, in the case of
Appliances
• Issues with the use of the Software caused by third-party products,
software or hardware, unless such products and software are necessary
and appropriate for the normal use of the Software (e.g. operating system
software); or
• Modification or alteration to the Software performed by anyone other
than Imperva

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TYPES OF PATCHES Appendix C: End of life policy
A patch is usually an updated file or set of files that include a code Imperva takes great care in helping customers deploy Imperva products
modification to fix a specific issue a customer has encountered. A patch as effectively and efficiently as possible. To assist our customers, Imperva
doesn’t require a full installation of Imperva; it is a type of fix that can be has established an End- of-Life Policy for all Imperva Appliances and
quickly applied. Software products. Only customers with Imperva products that are currently
covered by a valid Support contract are entitled to the benefits set forth by
When a patch is released, Imperva Engineering and Support classify each
this EOL Policy.
patch with one of the following categories:
Imperva reserves the right to reduce or amend Support services offerings
Customer specific available for renewal under this EOL Policy at any time in its sole discretion,
with or without notice. The terms and conditions of the Imperva Reseller
Imperva is providing the customer with this specific patch and if needed
Agreement, End User License Agreement, Master License and Services
assists with the installation;
Agreement, as applicable, shall apply to this EOL Policy and, in the event of
Mandatory any conflicting terms the applicable written agreement will govern.
This patch fixes an important product issue and our customers should install
this patch as soon as possible; and
Critical
A patch may be considered critical in nature. Theis patch fixes a critical

issue and each customer should install this patch as soon as possible.
Imperva will send out an e-mail notification to each customer’s Authorized
Customer Contacts in Imperva’s database, alerting them of the critical nature
of this patch.

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Appendix C-1: SecureSphere software V12.5 and 12.6 have been designated as LTS releases for V12.0, Bug patches
(prior to version 12.0) will be provided as required.
LTS releases will continue to receive ADC content updates for security
Please note that Imperva SecureSphere versions prior to V12 are now EOS
vulnerabilities will be made available. Threat Radar subscriptions and updates
(End of Support) and are no longer available for deployment or any support
will also be marinated through the life of the LTS release..
related assistance.
For more information on Imperva’s Support Lifecycle Policy, see our Technical
Actual EOL and EOS dates for specific Versions of Software can be
Support website.
accessed here.
Disclaimer: The availability of any Feature Packs, and any associated release
timelines are estimates only, and Imperva reserves the right to change the
Appendix C-2: SecureSphere software release cadence availability, frequency and duration of Feature Packs at any time in its sole
(version 12.x and 13.x) discretion with or without notice.
Starting with SecureSphere Version 12.0, Imperva provides two different

software release types within the release cycle: Feature Pack and Long-Term
Support (LTS) Release.
• Feature Pack: Also known as the currently active release, is a delivery

vehicle that includes new features and is represented by the most recent
GA (generally available) release. A version remains a Feature Pack for
approximately 12 months, until the next Generally Available release comes
out, at which point it moves to become a Maintenance Release in Long-
Term Support
• Long Term Support: The Long-Term Support (LTS) release will be
designated after a new GA version is released. LTS releases will only have
bug fixes. LTS releases will be supported for three years.

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FREQUENTLY ASKED QUESTIONS If a customer deploys a Feature Pack, can it at a later date move to the
LTS Release?
Why will Imperva introduce the Feature Pack releases for SecureSphere? Yes, Feature Pack release will transition to an LTS release when the Feature
Some customers do not want to wait for a major Version release to receive Pack enters End of LIfe (EOL).Customers can update from an LTS release to
new functionality. Other customers have strict policies requiring that any the current Feature Pack Release at any time.
update which includes new functionality follow strict acceptance processes
before installation. By providing both LTS Releases and Feature Packs, Should a customer apply a Feature Pack if it doesn’t want/need the new
Imperva can support both customer requirements. Customers that do not capability in that Feature Pack?
want new features can update to the TS release and receive bug fixes. Customers are encouraged to be at the latest release to ensure continued
Customers that want new functionality can continue to stay on the main stability. Imperva does support updates from older Feature Pack releases to
GA releases. the latest without the need to do incremental updates.
Are Features Packs less stable than LTS Releases? Who is entitled to SecureSphere Feature Packs?
Feature Packs and LTS releases are subjected to the same level of QA and Feature Packs may contain new capabilities that Imperva may or may not
testing. Since Feature Packs will contain new and/or updated features, those license separately. New features that Imperva will not license separately are
releases have the potential of being impacted by these feature updates. available only to SecureSphere customers with a valid Support agreement. If
a Feature Pack is used as the release vehicle for a new offering that Imperva
Do Feature packs receive the same bug fixes as the LTS release? will license separately, then customers will need to purchase a license for this
Feature Packs receive the same bug fixes as the corresponding offering using standard Imperva purchasing processes.
LTS Releases.
How does a customer obtain Feature Packs and LTS Releases?
Will the Feature Pack scheme be applied to agent versions as well? Upon their release, both Feature Packs and LTS Releases will be available for
While the DB agents may have a slightly different cadence then the Feature download from the Imperva FTP/SFTP site.
Pack release schedule, the agents will support any new features that are
applicable to the agent functionality. How frequently will Feature Packs be released?
There is no fixed schedule or guarantee of release, however Imperva intends

to release Feature Packs on a quarterly basis.

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How will customers be alerted to new Feature Packs and LTS Releases?
Imperva will continue with its current approach of emailing customers upon
new releases of LTS and Feature Packs Releases.
Will Imperva still release Feature Packs for a given Version after a new
major Version has been released?
Once Imperva releases a subsequent major Version, the previous version will
enter into LTS and only receive bug fixes.
How long will a customer get support for a Feature Pack release?
A Feature Pack release is supported as long as the major Version is

not declared EOL/ EOS. Customers with with a valid Support agreement
can continue receive Support from Imperva until the major Version is
declared EOL/EOS.

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Appendix C-3: SecureSphere software version SECURESPHERE SOFTWARE EOL TIMELINE

12.x and 13.x (VERSION 12.0 AND LATER)
For Imperva’s SecureSphere Software (Versions 12.0 and 13.x), Imperva

MILESTONE DESCRIPTION
has updated its Software EOL Policy to provide longer Support timeframes.
Effective with Version 12.0 of SecureSphere Software (except for its
SecureSphere EX Events Platform, which is addressed below), Imperva will General Date of the first software release for a major
availability date Software Version.
make Support available for a period of four (4) years from the date of the
first software release of each generally available Version. The last day of this
period is referred to as the End of Life – EOL date, and, upon expiration of The last date Support will be offered for non-
this four year period, Long Term Support will be available for an additional, LTS releases. The EOL date for a particular
two year period. The last day of this period is referred to as the End of SecureSphere Version occurs 48 months after
the generally available release date. The EOL
Support – EOS date. During the Long Term Support period only Long Term
date will be announced upon Version release,
Support (LTS) releases will be supported. End-of-life date
and another notification of impending EOL will
As of the EOL Date support will no longer be available for non-LTS releases. be sent as a reminder. Customers that do not
update to a LTS (Long Term Support) release
As of the EOS Date Long Term Support will no longer be available. Imperva
on this date must upgrade to a more current,
will provide applicable EOL/EOS dates with the generally available release of supported version in order to receive support.
each major Version of the SecureSphere Software, and will send reminder
announcements worldwide regarding EOL/EOS dates for each SecureSphere The last date Long Term Support will be offered.
Software Version. The EOS date for a particular SecureSphere
Version occurs 72 months after the generally
EOL and EOS dates are calculated from the first day that version is made
available release date, and 24 months after
Generally Available (GA).. End-of-support the applicable EOL date. The EOS date will
date be announced when the version is released,
For SecureSphere release cadence from Version 12.0 and later, please refer
and another notification of impending EOS
to Appendix C-2.
will be sent prior to EOS date. Customers
should upgrade to a supported Version by the
applicable EOS date.

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LONG TERM SUPPORT
This table compares Support offered from the release date to the EOL date,
to Long Term Support which starts on the announced EOL date:
SUPPORT ENTITLEMENT SUPPORT LONG TERM SUPPORT
Not Available
Available
Non-LTS version support Support is only offered for the latest LTS releases
(all releases of major version)
for that version
Technical support: Available

Available
Configuration and installation of Appliance via email and telephone Only for latest LTS release
Knowledge base:
Product-specific information that is available by logging into the Imperva Available Available
Customer Support Portal
Security content updates:

Available
Access to Imperva Defense Center attack signature updates and Imperva Available
Only for latest LTS release
ThreatCloud intelligence feed e.g. ADC Content updates and ThreatRadar
Available
Critical security patches and updates:
Imperva will assess the impact of any Critical Security
Critical platform-specific patches that present security threats to the Available
Patch and/or Update and determine if it is required for
Imperva platform
that LTS release
Not Available
Non-security updates: No Planned bug fixes. Imperva will provide a viable work
Available
Software support, bug-fixes, upgrades, hotfixes, and patches. around if possible. Customers will need to upgrade to the
latest, supported version for bug fixes and patches

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Appendix C-4: Imperva software version 14.x V14 release cadence main points
• Three releases per year will be the target

Starting with V14 the release cadence will differ from previous Imperva
• A new minor version will have new features, as well as bug fixes
releases. New major version releases will only be introduced when the
situation dictates this is the appropriate action to take. New major version • A new patch release for any minor version release will be a bug fix
releases will no longer be introduced on an annual basis but rather based on only release
requirements. For example a kernel change or a significant core code update – The patch identifier is found in the fourth position in the
may dictate a new version release to ensure code stability. version format
The advantages to this approach include: – For example 14.2.0.xx ⇐ xx is the patch identifier
– If this identifier reflects a higher value then the initial patch
• Maintaining major versions for a longer period of time will ensure more
release then that release will contain bug fixes only
stability and predictability with the software.
• Within the V14 release cycle certain releases will be designated as LTS
• Planning, testing, and implementing will be straight forward
(Long Term Support) releases
– This means it will be possible to standardize deployments on a
Terminology
specific release that meets the requirements of that deployment
Major version is the first number in the release format
• Within the V14 release cycle there will be EOL and EOS milestones for
• In this example V14.2.0.10, V14 is the major version each release
– This will be detailed further in this section
Minor Version is denoted by the second digit in the release format
• In this example V14.2.0.10 - 2 is the minor version
Patch release is denoted by the last digits in the release format
• In this example V14.2.0.20 - 20 is the minor version

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Long term support cadence

ON PREMISES SOFTWARE EOL TIMELINE VERSION 14.x
Long Term Support (LTS) is a designation that will be assigned to certain
MILESTONE DESCRIPTION minor versions during the lifecycle of V14.
LTS releases allow Imperva customers to standardize on a release that

General Date of the first software release for a major provides the features needed and provides the highest level of stability. LTS
availability date Software Version. releases will be supported for three years following the initial date the release
was classified as LTS.
The last date Support will be offered. The EOL Facts concerning LTS releases:
date will be applied to each release within the
V14 release cycle. Each minor version release • An LTS release will evolve from a Feature release. This designation will be
will be fully supported for a minimum of one made by Imperva and will be communicated at least one year prior to the
year, after which time it will enter a one year release going LTS.
EOL period. After one year the release will be • LTS releases will include bug fix patches. New features will not be added
End-of-life date
considered EOS. The release image will be
to an LTS release.
withdrawn when the EOL period begins and will
no longer be available for deployment. • Bug fixes will be applied and released to the latest LTS patch release.
• LTS patches will be released as needed. LTS releases are designed to be
It is important to read the Long Term Support very stable, so there may not be a need for a regular patch cadence.
notes to fully understand the options available. • LTS releases will be supported for a minimum of three years.
• An EOS announcement will be provided a minimum two years prior to the
The last date any form of support will be
LTS release becoming EOS, at which time the release will no longer be
offered. The EOS date will be one year after the
supported.
End-of-support EOL start date.
date • During the lifecycle of V14 there will be multiple LTS release tracks and
It is important to read the Long Term Support one main track. This would allow a customer to update from one LTS
notes to fully understand the options available. release to another LTS release and ensure a high level of stability

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LONG TERM SUPPORT ENTITLEMENT
SUPPORT ENTITLEMENT LONG TERM SUPPORT
Designated LTS Release Customer must be running an LTS release of the software
Technical support:
Available
Configuration and installation of Appliance via email and telephone
Knowledge base:
Product-specific information that is available by logging into the Imperva Available
Customer Support Portal
Security content updates:

Access to Imperva Defense Center attack signature updates and Imperva
Available
ThreatCloud intelligence feed. This includes ADC, Threat Radar, and other
Imperva cloud feeds
Critical security patches and updates: Available

Critical platform-specific patches that present security threats to the Imperva will assess the impact of any Critical Security Patch and/or Update
Imperva platform and determine if it is required for that LTS release
Non-security updates: Not Available

Software support, bug-fixes, upgrades, hotfixes, and patches. No Planned bug fixes

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Appendix C-5: CounterBreach software

Imperva is committed to providing support for the CounterBreach Software
product for twelve (12) months from the date the first subsequent version is
released. Imperva will issue an EOS notification for the EOS Software Version
at approximately the time of release of the first subsequent Version.
Each supported version of the CounterBreach Software will remain

compatible with any then-supported versions of the corresponding
SecureSphere Database Activity Monitor or SecureSphere File
Activity Monitor.
SOFTWARE EOL TIMELINE - COUNTERBREACH SOFTWARE
MILESTONE DESCRIPTION
General availability date Date the Version is released.
First subsequent Version general availability date. Date first subsequent Version is released.
Date Imperva announces the End-of-Life date, which is the last day a Version will be offered for sale.
End-of-life date Imperva typically announces the End-of-Life date at the same time or soon after the first subsequent
version is released.
End-of-support date For CounterBreach Software, the End-of-Support date will be be 12 months after the End-of-Life date.

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Appendix C-6: Appliances Appendix C-7: End of support policy for

third-party products
End-of-life policy for appliances
Imperva hardware appliance models reach their end of product life due to Imperva products are designed for use with multiple databases, operating
market requirements, technological innovations or replacement by products systems and other third-party products, up to their respective end-of-
with new, more advanced technology. To ensure a smooth migration to new support dates as identified by the applicable third-party vendor.
Imperva hardware platforms, Imperva will continue to support hardware Following the end-of-support date for a compatible third-party product, all
sixty (60) months after the End of Sale date in the Appliance End of Life versions of Imperva SecureSphere software then generally available and
announcement communicated to customers. supported by Imperva will be designed to continue to operate with the
Accordingly, the EOL policy for Appliances is as follows: unsupported third-party product. However, Imperva will not provide any error
corrections, bug fixes, agent upgrades/updates or new feature development
• Imperva will issue an End-of-Life notification 90 days prior to for its software in order to facilitate operation with a third-party product,
End of Sale date.
once that third-party product has reached its end-of-support date (as
• Imperva will continue to support Appliances for sixty (60) months after provided by the third-party vendor).
the End of Sale Date.
Please contact your vendor representative to confirm the end-of-support
• During that sixty (60) month period, repair services or replacement parts
will be available for all Appliances under valid Support contracts. dates for that vendor’s respective third-party products.
• During that sixty (60) month period, all standard technical support
services, including access to the Imperva Customer Support Portal, and
to phone and email support, will be available to customers with valid
Support contracts.

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Appendix D: FAQ on case • One of our Resolution/Escalation Managers will be in touch with you by
escalation/Imperva global phone or email to discuss more on the case and follow up on next steps in
getting the problem to a quicker resolution or addressing your concerns.
resolution management process
• You will also receive a copy of email with escalation details and case
When and how does a customer file an escalation request on an open information.
support issue? • After the customer states the problem is resolved or the situation no
You can file an escalation request on any open support case/request through longer requires escalation, the escalation will be closed/deescalated by
the Imperva Customer Support Portal for any concerns regarding the support the Resolution Manager who is assigned for the escalation.
service you have received. For example, a customer may escalate a support
case if the customer believes it has received a non-satisfactory solution or What data does one need to have to file an escalation request?
is dissatisfied with a given response or with the quality of service received. There is no prior technical data needed except the case number and
Note: Please use this process only if there are gaps within the normal reason why the request is being made. However, once a Resolution
support processes or you are not satisfied with the progress of a current Manager is assigned or involved, the customer might be required to
support request. If there is only a need for routine and normal follow up with provide required data (technical or logistical) to help us resolve the case.
an existing support request/case, please work with the support engineer Since all escalation requests need to be filed from the Imperva Customer
assigned for the case or email support@imperva.com with case number in Support Portal anyway, one needs to navigate to correct case number on
subject. Always call technical support hotline for urgent issues and situations the portal to escalate a case by clicking “Escalate this case” web link within
to reach our team 24x7. the Customer Support Portal.
Steps to log an escalation:
• Log on to Imperva Customer Support Portal (if you do not have a portal
account, please register here
• Go to list of open cases and open specific case for which you
need escalation
• Click link under Case Escalation: Escalate this case
• Submit it along with reason for escalation
• Escalation request will be added to Resolution Management Queue

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What happens after an escalation request is filed? Can a customer file multiple escalations at once?
Every escalated case sent to the Imperva Global Resolution Management No. Escalations should be infrequent and need to relate to an open case.
team goes through a well-defined process. A summary of workflow following Generally speaking, customer should only escalate when concerns are
receipt of a request for Resolution Manager (RM) involvement is as follows: specific or relevant to a specific open support case/ticket, it could be with
the technical issue, person handling the ticket, process, etc. If you have
• RM is assigned from manager pool
concerns on more than one support case, please log on to Imperva Customer
– Duty/Shift Manager Support Portal and navigate to each of the case and escalate it one by one
– Technical Support Managers by providing a reason for escalation for each open case.
– Customer Advocacy Managers

Can customers track escalation progress?
– Support Management Team
You can only track if the escalation request is active or closed on Imperva
• Assigned RM publishes agreed communication and action plan to the
Customer Support Portal by going to “My Open Cases” option under “Cases”
customer.
tab on your home page. However, we do not have online tracking of entire
• RM works through problem resolution with help of customer, TSEs
life cycle of an escalation available at this time. But, as part of the process,
(Technical Support Engineer) and other internal Imperva teams.
all customers will receive phone and email correspondence from assigned
• RM request is closed with an acknowledgement from the customer that
Resolution Manager with detailed steps, action plan and other relevant
the escalation is closed to their utmost satisfaction. Please note that an
information to track and follow up on an existing escalation request.
escalation request can be closed or de-escalated independent of the
status of the case/ticket itself. All escalations filed through Imperva Customer Support Portal are closed
• Root cause analysis of why escalation occurred is captured and recorded with a confirmation email on the closure and an acknowledgement from the
for further actions. customer contact or case owner.
What are the ways to escalate or contact the Resolution What is the frequency of updates on an already filed escalation request?
Management Team?
Frequency will depend upon the issue and agreed communication plan
At this time, the only way to engage the Resolution Management Team to between the RM and customer. Generally, there will be daily updates to
handle your escalation is by logging on to Imperva Customer Support Portal the problem to the customer and relevant parties involved. The RM will
and using “Escalate this case” option from an active open case. manage and decide which internal and external contacts are to be included
on such communications.

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Can the RM engage other teams if required on an existing escalation

request?
If there is a need to have other teams like Product Management, Executive

Team, Account Management Team, etc. be engaged to resolve a particular
case, the Resolution Manager will steer the discussions through them as
needed at appropriate stages of the case life cycle.
What can one do if there is insufficient progress with an

escalation request?
This situation should be rare. Please inform the assigned RM that the case is
not progressing at
a satisfactory pace. The RM will involve others from the Imperva support
management team to bring higher attention to the problem. Also, the process
is closely supervised by the Director of Resolution Management and VP of
Customer Success at Imperva.
How do I remove or de-escalate an existing escalation request?
The relevant RM will proactively follow up on closure of escalations being

handled. Please respond or let your RM know that you no longer require
involvement of a Resolution Manager on a case, and he/she will de-escalate
it to close out the request. You can always open another one on another
issue/case as needed.

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Appendix E: Definitions “End-of-Life” or “EOL” is a process that consists of a series of technical and
business milestones and activities that, once completed, make a product
“Advance Hardware Replacement” means the exchange of the defective obsolete. Once obsolete, the product is not sold, manufactured, improved,
Appliance with a replacement Appliance prior to Imperva having received repaired, maintained, or supported.
the defective Appliance, but only after Imperva has issued the RMA number
to the customer. Replacement Appliance will ship from Imperva within one “End-of-Support” or “EOS” is the last date support will be offered and
(1) business day of mutual determination by Imperva and customer that an represents the final milestone in a product’s lifecycle. Support contracts
Advance exchange is appropriate. Shipment will be via air freight, priority expire upon reaching product EOS.
service to customer or its designee unless customer requests other service.
“Error” means an error in the Software which significantly degrades such
“Appliance” means the physical Imperva hardware and its physical Software as compared to the applicable Documentation.
components on which the Software operates.
“FRU” or “Field Replaceable Unit” means any hardware component of an
“Authorized Customer Contact” means an individual employed or retained Imperva hardware appliance that can be upgraded or replaced in the field
by the customer who has been specifically designated as an authorized without having to send it back to the factory for replacing, upgrading or
representative of customer for technical support requests. changing (in case of failure). Depending on the appliance mode, it may be a
Hard Disk (HDD), Power Supply (PS) or a Network Interface Card (NIC).
“Customer Support Portal” means the Imperva web portal at www.imperva.
com/login, through which a customer can login, access written technical “Hardware-Only Appliance Refresh Eligibility” allows appliances that have
support materials, open a technical support case, track and communicate reached end-of-support to be refreshed by a) purchasing a new appliance at
with Imperva Resolution Manager regarding the progress of an open case. Imperva appliance spare pricing, and b) transferring the software entitlement
of the original appliance to the new spare. Hardware-only Appliance Refresh
“Documentation” means Imperva’s standard technical specifications Eligibility is available for any appliance supported with a Premium, Select, or
that accompany and describe the installation, use and operation of an Select+ maintenance agreement.
Imperva product.

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“Health Check” is an Imperva assessment of a customer’s place within the “Severity 1 – Critical” means a critical technical issue resulting in a total loss
Imperva Security Maturity Model. of core functionality in the Appliance and/or the Software or inoperability of
the Software in production (e.g. a down system) that critically affects the
“Last Order Date (LOD)” is the last date to order a particular Imperva product customer’s business operations. No Workaround is available.
from Imperva or through an Imperva affiliates or partner.
“Severity 2 – High” means a major technical issue resulting in severe
“Maintenance” means the delivery of Upgrades and Updates. performance problems in the Appliance and/or Software having a severe
impact on customer’s business operations. No Workaround is available.
“New Module” means a self-contained grouping of functionality that
represents new and material functionality not previously contained within the “Severity 3 – Medium” means a non-critical component is malfunctioning,
current Version of the Software and which is being commercially offered by causing moderate impact on customer’s business operations. For example:
Imperva as an option that customers may purchase for an additional fee. a Workaround (i) forces a user and/or system administrator to use a time
consuming procedure to operate the system or (ii) removes a non-essential
“Non-FRU Components” means a hardware component or part of an feature.
Imperva hardware appliance that needs to be upgraded or changed and
cannot be done so by the customer or in the field. The Imperva appliances “Severity 4 – Low” means a minor technical issue where the customer can
must be shipped to the factory to have these components replaced or added. use the Appliance and/or Software with only slight inconvenience.
“Professional Services” means the installation, configuration, and training “Software” means Imperva software and the software applications that run on
services provided by Imperva to customer on a time and material basis. Imperva Appliances.
Professional Services are beyond the scope of this Customer Support Guide
and not included under Support.
“Resolution Manager” means an Imperva employee that is assigned to

manage a customer’s case and request for technical support.

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“Standard Hardware Replacement” means the exchange of the defective “Version” means a version of the applicable Software made generally
Appliance with a replacement Appliance after Imperva receives the defective commercially available to customers, as designated by the first two numbers
Appliance from the customer. Repaired Appliance will ship from Imperva separated by a decimal point. For example, for releases designated 4.3.2.1
within ten (10) business days of Imperva’s receipt of the defective Appliance. and 4.3.4, the version in each case shall be Version 4.3.
Shipment will be via air freight to customer or to its designee unless customer
requests other service. “Workaround” means a change in the procedures followed or data supplied
by customer to avoid an Error without substantially impairing customer’s use
“Standard Support Hours” means 8 AM to 6 PM local time at the location of of the Software.
the server, during standard business days except local holidays. (Example:
Mon ~ Fri in Europe and the Americas, Sun ~ Thu in certain Middle Eastern
countries).
“Support” means remote (phone, e-mail, web-based) support and

Maintenance for commercially generally released products of Imperva.
It includes responding to customer calls relating to Errors, by providing
corrections to product bugs and defects.
“Updates” means releases of the applicable Software containing functional

enhancements, extensions or error corrections that are made generally
commercially available to customers of such Software.
“Upgrades” means major revisions to the applicable Software, excluding New

Modules, which add new and material functionality or capabilities, including
without limitation new Versions, that are made generally commercially
available to customers of such Software.

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Appendix F: Imperva support program product eligibility
SUPPORT PROGRAM ELIGIBILITY

IMPERVA PRODUCT
STANDARD ENHANCED PREMIUM SELECT SELECT+
SecureSphere WAF No Yes Yes Yes Yes
SecureSphere DAS No Yes Yes Yes Yes
SecureSphere DAM No Yes Yes Yes Yes
SecureSphere DBF No Yes Yes Yes Yes

Production Hardware Appliances
Imperva Appliances
No Yes Yes Yes Yes
for FlexProtect
SecureSphere File Security No Yes Yes Yes Yes
SecureSphere Managament
No Yes Yes Yes Yes
(MX and SOM)

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IMPERVA PRODUCT
SecureSphere WAF Yes Yes Yes Yes Yes
SecureSphere DAS Yes Yes Yes Yes Yes
SecureSphere DAM Yes Yes Yes Yes Yes
Passive Hardware Appliances

SecureSphere DBF Yes Yes Yes Yes Yes
Imperva Appliances
Yes Yes Yes Yes Yes
for FlexProtect
Secure Sphere Managament

Yes Yes Yes Yes Yes
(MX and SOM)

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(SLA) SERVICES

IMPERVA PRODUCT
SecureSphere WAF Yes Yes Yes Yes Yes
SecureSphere DAS Yes Yes Yes Yes Yes
SecureSphere DAM Yes Yes Yes Yes Yes

Software module add-ons for
Passive Applicances (Must match
support level of appliance) SecureSphere DBF Yes Yes Yes Yes Yes
Imperva Appliances
Yes Yes Yes Yes Yes
for FlexProtect
SecureSphere File Security Yes Yes Yes Yes Yes

01 02 03 04 05 06 07 08 09
(SLA) SERVICES

IMPERVA PRODUCT
SecureSphere WAF
No No No Yes Yes
Virtual Appliances
SecureSphere DAS/DAM/DBF
No No No Yes Yes
Virtual Appliances
FlexProtect for Databases No No No Yes Yes
DBF Bundle No No No Yes Yes
Imperva Camouflage No No No Yes Yes

Standalone Software Products
Imperva CounterBreach No No No Yes Yes
FlexProtect for Files No No No Yes Yes
SecureSphere FIle Security No No No Yes Yes
SecureSphere Management
No No No Yes Yes
Virtual Appliances
SecureSphere DAM for Z/OS No No No Yes Yes
Appliance Expansion Cards (Must match support level of appliance) Yes Yes Yes

Imperva is an analyst-recognized,
cybersecurity leader championing the
fight to secure data and applications
wherever they reside.
imperva.com
Copyright © 2020 Imperva. All rights reserved +1.866.926.4678

Datasheet - Imperva Customer Support-Guide

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GUIDE

Via the phone:

+1 (855) 574 9831 (US Toll Free)

+1 (214) 382 0418 (US Direct)

+81 3 4510 8992 (Tokyo)

+61 2 8294 5141 (Australia)

+44 808 164 9269 (UK Toll Free)

+65 3158 4244 (Singapore Direct)

000 800 100 7025 (India Toll Free)

2 Imperva Customer Support Guide imperva.com

Maintenance & support for appliances

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STANDARD SUPPORT ENHANCED SUPPORT PREMIUM SUPPORT SELECT SUPPORT SELECT+SUPPORT*

8am to 6pm local

Customer Support Portal Access (Knowlege

E-mail Support Yes Yes Yes Yes Yes

Phone Support Yes Yes Yes Yes Yes

# of Authorized Customer Contacts 4 Unlimited Unlimited Unlimited Unlimited

Priority Call Routing - - - Yes Yes

Designated Single Point of Contact - - - - Yes

Monthly Reporting - - - - Yes

Quarterly Business Review - - - - Yes

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(SLA) in the Appliance and/or the Software or inoperability of the Software in

In summary, the use of the ranking system enables us to focus on the

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Features and benefits

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PREMIUM SUPPORT FIRST RESPONSE FOLLOW UP RESPONSE

Critical Impact 30 minutes 2 hours

High Impact 1 hour 24 hours

Medium Impact 8 hours 96 hours

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Managed services for cloud

PREMIUM SUPPORT DELIVERY FIRST RESPONSE FOLLOW UP RESPONSE

Critical Impact 30 minutes 2 hours

High Impact 1 hour 24 hours

Medium Impact 8 hours 96 hours

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Managed services for on-prem

Critical Impact 4 hours 2 hours 1 hour

Non-Critical Impact 8 hours 4 hours 2 hours

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TAM program Contact and additional information

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Ongoing proactive technical assistance by the engineer enables the

Health checks and service reviews

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This is critical because our consultants might provide information that, if

If you wish to change any information pertaining to an Authorized Customer

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In order to maintain a consistent level of service across all support activity, it

The Imperva support organization has built in mechanisms to monitor

Imperva understands that it might be convenient to call or e-mail individuals

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Open a new case via phone ACKNOWLEDGING THE CASE

If you are greeted by voicemail, please leave the following information:

• Your first and last name

Your call will be returned in the order in which it is received.

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RESOLUTION PROCEDURE Software